Senior IT Support Specialist

Senior IT Support Specialist

Location:

Kitchener, ON, Canada

Shift:  Monday - Friday 8am – 5pm

Summary Statement:  You will be installing and supporting new and reimaged computers and related equipment including printers, scanners, driver cell phones and other peripherals. Provide support via remote connection, deskside support, and depot service. Be prepared to provide 24/7 support when called upon during and after working hours and participate in various projects as the local IT resource.

What You Will Be Doing
Support our Kitchener Admin office and remote Canadian sites for PL and PTL locations. Serve as the main point of contact for troubleshooting and remediating computers, scanners, printers, driver cell phones, and the building telephone system. Manage assets and disposal/recycling. Work independently and act as the local IT contact for network and communications teams. In remote sites, troubleshoot and remediate devices, serve as an escalation point for the IT Service Desk or PC Shop, and coordinate with corporate facilities to ensure smooth network operations.

Participate in multiple projects requiring cross‑function involvement and travel (5‑10% annually).

Major Responsibilities
Technology

Troubleshoot software, hardware and network connectivity issues.

Support existing applications and processes.

Resolve end‑user problems remotely or in person.

Work with vendors for research, troubleshooting or new technologies.

Project Management

Participate in the development and planning of projects.

Identify and recommend solutions to meet customer needs and assist in implementing chosen solutions.

Analytics

Display advanced troubleshooting and issue resolution skills.

Be knowledgeable of company‑utilized hardware and software (standard or non‑standard).

Exhibit strong decision‑making, problem‑solving, analytical, communication, and team processing skills.

Know escalation procedures and act in the best interest of the user and company by escalating and remediating issues promptly.

Customer Experience

Interact with customers daily, over the phone or deskside.

Contact users timely and keep them updated on progress of issues through to resolution.

Handle each customer with exceptional customer service.

Qualifications

Associate or bachelor’s degree preferred (Computer Science, Information Systems, Logistics and/or Supply Chain Management).

Advanced degrees or certifications such as A+, Cisco, and Network+ desired.

5 years of functional experience.

3+ years of PC Service Technician experience (building, repairing, deploying).

Full fluency in Windows computers (laptops/desktops/tablets), cell phones (various models and operating systems).

Router, switch, and IP experience preferred.

Server experience preferred.

Regular, predictable, full attendance on‑site is an essential function of the job.

Willingness to work required schedule, work at the specific location, travel as necessary.

Complete Penske employment application, submit to a background investigation (past employment, education, criminal history) and drug screening are required.

Physical Requirements
The physical and mental demands described are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions.

Read, communicate verbally and/or in written form, remember and analyze certain information, and understand instructions or guidelines.

Stand, walk, sit; frequently use hands to touch, handle, feel, and reach with arms. Occasionally lift and/or move up to 25lbs/12kg.

Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Penske is an Equal Opportunity Employer.

Salary:  $65,000 - $80,000

Benefits
Our excellent benefits plan keeps associates and their families happy, healthy and secure. To learn more: (Use the "Apply for this Job" box below)./

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